Sr. Manager, Advertiser Support, Support Products & Services

Transforming Amazon's Contact Center Operations

Amazon's advertiser support provides on-demand support for 2MM global self-service advertisers, including large brands and prominent agencies. Our team is the most accessible way advertisers can get help resolving issues and consult on improving delivery and performance. We are looking for an innovative, inspiring leader to transform our contact center operations into a world-class scaled services organization. As an experienced ad industry services leader, you will manage a global team that contributes directly to Amazon's bottom line. Through improved hiring, training and tools, you will expand and uplevel the quality of services we provide.

Key job responsibilities :

• Lead, inspire and coach a world-wide team of over 300 employees; our specialists serve advertisers in nineteen different countries and nine languages through email, phone and chat.
• Hire and grow deep expertise in advertising across all team members.
• Define and manage to both operational and business KPIs.
• Create and manage programs that create scale and address complex advertiser needs.
• Lead the creation of increasingly accurate capacity planning models to ensure staffing and scheduling to hit high-bar service levels across multiple channels, sites and languages.
• Create and lead flexible staffing strategies to meet evolving business requirements.

A day in the life :

On a typical day, you may be presenting a strategic proposal document to senior leaders and stakeholders. Or you may be reviewing a program roadmap from one of your team. You may be leading a weekly metrics review with your team, or advocating with the software development team for tool improvements. You might be traveling internationally, or coaching your directs via Zoom. You might be negotiating with key partners to improve a bad experience for advertisers.

About the team :

The SP&S team's long-held mission has been to provide the right support at the right time to ensure self-service advertisers can effectively grow their business through Amazon Advertising. We offer a variety of thoughtfully linked support interactions : in-workflow Help content, an AI-driven chat experience, and 1 : 1 associate support. Each interaction type offers distinct benefits, but all aim to address an advertiser's need in that moment, inspire action, and see around corners to offer additional ways we can help them grow their business.

Basic qualifications :

Preferred qualifications :

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https : / / amazon.jobs / content / en / how-we-hire / accommodations for more information. If the country / region you're applying in isn't listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $150,300 / year in our lowest geographic market up to $248,400 / year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and / or other benefits. For more information, please visit https : / / www.aboutamazon.com / workplace / employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.